取消政策Cancellation policy

Before the labelCancel on the order page. Full refund.

While the seller has not bought a shipping label or sent the order, you have not marked it received, and no refund request is open on it, you can cancel it yourself from its order page. You are refunded in full.

After the labelRequest a refund on the order page; the seller or ViPicks decides.

Once a label is bought, the order is sent or you have marked it received, request a refund from its order page instead, with your reason. On an order from one seller, the seller approves or rejects it. If they reject it, you can ask ViPicks to decide at once; if they have not answered, you can from midnight Sydney time after the second full day following your request — a request made on 2 October opens on 5 October. On an order from more than one seller, the request goes straight to ViPicks.

If the parcel has not been collected yet and your refund is approved for any reason but a change of mind, your payment is refunded in full at once and the order cancelled; the label is cancelled separately, and you never pay its postage. If you changed your mind, the label is cancelled first, then your payment is refunded in full; if the carrier cannot be reached, nothing is decided until it can be: ViPicks follows it up, and you are never charged the postage for it.

If the carrier already has the parcel, it will be delivered. If you changed your mind and the return is accepted, post the item back at your own cost to the sender address on your parcel's label; the item price is refunded once it arrives. The shipping is not refunded.

Seller at fault, or lostFull refund.

If the seller is at fault — the item is faulty, not as described or the wrong one — or the parcel is lost, you are refunded in full. Say so in your refund request: the seller approves it, or ViPicks decides.

Change of mindUp to three automatic a month, then ask the seller.

Up to three change-of-mind cancellations count in each calendar month, Sydney time: only your own automatic cancellations that went through. A refused attempt is not counted, and nor is any refund the seller or ViPicks agrees to, or one for the seller's fault or a lost parcel. Once three are counted, Cancel no longer refunds by itself until the first day of the next month: on an order with no label yet, your cancellation goes to the seller as a request, which they can always agree to — and if they have not answered by midnight Sydney time after the second full day, you can ask ViPicks to decide. A refund agreed that way goes ahead at once; it is never held or counted.

Service feeLimited Free

The service fee keeps ViPicks running:

  • the platform and its servers
  • the database and storage
  • promotion
  • research and development
  • maintenance
  • support and arbitration

How much it is follows dynamic balance: it moves with what ViPicks costs to run and what each side gains — in balance with you, and with the world.

Cancel before the seller buys the shipping label and you pay no service fee. Change your mind after the seller has bought it — whether or not the parcel has been sent — and once the seller agrees to refund you, the whole service fee is yours to bear: it is recorded in your account balance and settled with a later payment. For any other cause — the seller's fault, a lost parcel, a platform failure — you do not bear it; the seller or ViPicks does, depending on the cause. The service fee is Limited Free for now: an order placed while it is free carries A$0 of service fee, so none of this costs you anything.

Nothing here limits your rights under the Australian Consumer Law.
Questions about a cancellation: support@vipicks.com.au